Most contact centers are using some form of quality management and coaching process, but the effectiveness of even the most optimized process is limited by the effectiveness of your primary tools including recording, quality monitoring, coaching and speech analytics. The Aspect EQ Workforce Optimization family of quality management software operates as a cohesive platform with a shared icon and widget-based user interface that simplifies the job of quickly identifying customer experience issues so that agents can be appropriately coached on improving their customer skills. There’s no solution on the market with richer features.
Adrian Schofield sheds light on tech in South Africa
Mark Chillingworth on IT leadership